Offer summary

Qualifications:

Fluency in German and English is required., Previous experience in customer support or a tech startup role is essential., Excellent written communication skills with impeccable spelling and grammar., Comfortable with technology and mobile apps, particularly iOS and Android..

Key responsabilities:

Provide friendly and efficient customer support via email and review sites.

Report concerns or patterns noticed while handling customer queries.

Troubleshoot and escalate complex customer issues to the Tech team.

Ensure users feel heard and cared for throughout their support experience.

Job description

About Paired

At Paired, we’re on a mission to help romantic couples stay in love. So we created a fun, safe space for couples to explore their relationship and grow together. Backed by expert advice and cutting-edge research, our app delivers engaging questions, games, and quizzes that improve key relationship skills in just minutes each day.

And it works. Our app is the #1 couples app globally with +12M downloads, +200,000 daily active users, and more than £5M of fundraising to date. We’ve won multiple awards from Apple and Google, recognising us for our innovative approach to romantic relationship health.

Work Setup and Compensation

As a freelancer, you’ll work entirely remotely and report to our Customer Service Lead
You'll work approximately 10-15 hours per week. After a training phase with our team, your working hours will mostly be in the evenings and during weekends
You'll be paid £14-16 resp. €16-19 per hour

About The Role

We’re looking for a tech-savvy and empathetic problem solver to join our team and help us deliver an excellent quality of support to our users in German- and English-speaking countries.

Supported by an experienced team, you will be the primary point of contact for Paired users in English-speaking regions, testing and escalating issues to the Tech or Product teams wherever necessary and championing user feedback.

What Your Role Encompasses

Provide friendly, empathetic and efficient customer support via email and review sites (Apple App Store, Google Play Store)
Report any concerns or patterns noticed while handling customer queries
Help resolve the most complex of customer problems by troubleshooting, investigating and escalating issues to the Tech team
Ensure our users feel heard and cared for

Requirements

Previous experience in a customer support or tech startup role is required

Fluency in German and English
Friendly and excellent written skills, including impeccable spelling and grammar on native level
Comfortable with technology, at ease with iOS/Android and mobile apps in general
Ability to read between the lines of customer communication and finding appropriate solutions
Passionate about our mission to expand the reach of relationship care to more people
Experience with tools like Intercom or Zendesk is a plus
You are a resident of the UK, Spain or Germany, legally entitled to work as a freelancer, and comfortable with remote work

Hiring process

Call our Customer Service Lead Andréa
Showcase your CS skills by completing a task; writing an example response to a customer request
Call with our Customer Service Lead Andréa
Offer

Diversity & Inclusion at Paired

Our core value is championing relationships. Our app was built to serve all couples regardless of culture, gender, sexual orientation, and ethnicity
We strive to create an inclusive environment where unique perspectives are encouraged, as we firmly believe that diversity enhances our company, culture and product
We regularly review our hiring processes, materials and pipeline to ensure they are accessible and free of bias, offering equal opportunity to underrepresented groups. We are also always learning. We maintain open minds and welcome feedback on how we can improve, no matter where it comes from

Required profile